Customer Service Associate

Nagase ChemteX America; Delaware (OH); On-site; USD 22,000 - 30,000; Full time

Benefits offered by this job

Competitive pay

Health, dental, and vision insurance

Paid time off

10+ paid holidays

Team events

Inclusive culture

Career advancement

Job summary

Nagase ChemteX America is seeking a Customer Service Representative to be the heartbeat of our customer experience. You will respond to inquiries by email, portal, or phone, enter orders into the ERP, and coordinate with QA and Sales to resolve issues.

You will document customer details, prepare shipments, generate invoices, and assist in scheduling delays. The role calls for 1-3 years in customer service, strong communication, data-entry skills, and the ability to work with international

Qualifications

• 1–3 years of customer service experience.
• Strong written and verbal communication with a friendly, professional tone.

Responsibilities

• Respond to customer inquiries via email, portal, or phone.
• Enter orders into the ERP system for scheduling.

Skills

Customer service

Communication skills

Data entry

ERP

Microsoft Office

Tools

ERP system

Microsoft Office

Job description

Company Description

Nagase ChemteX America Corp. (NCU) is a global formulator and manufacturer of adhesives, conductives, and encapsulants serving appliance, automotive, filter, lighting, solar, medical, and microelectronics markets. For over 20 years, NCU has developed advanced acrylic, epoxy, silicone, and urethane solutions tailored to the specific needs of industrial customers. The company focuses on designing application-specific materials and is recognized as a market leader in innovative, cost-effective solutions for original equipment manufacturers. NCU’s strong customer commitment and ability to define, develop, and create customized solutions differentiate it from competitors and support its ongoing market leadership.

Our Mission

We're on a mission to make every customer interaction feel effortless, personal, and memorable. Our team believes that great service isn't just about solving problems, it's about creating moments of trust and partnership. Whether it's guiding a first-time customer or supporting a long-time business partner, we aim to be the friendly, knowledgeable voice they can count on.

From the moment a customer reaches out, we see it as an opportunity to not only meet their needs but to exceed their expectations. Our work impacts customers every day, and we take pride in knowing that our service is a key reason they choose to stay with us.

The Impact You'll Make

As a Customer Service Representative, you'll be the heartbeat of our customer experience. You'll not only respond to questions and concerns, but also anticipate needs, offer solutions, and turn everyday interactions into lasting partnerships. Your role will be pivotal in shaping how customers perceive Nagase ChemteX America - your tone, your problem-solving skills, and your ability to connect will directly influence customer loyalty and satisfaction.

You will be more than a problem-solver. You will be a brand ambassador. Every interaction you have will be an opportunity to build trust, strengthen relationships, and contribute to our reputation for excellence. You'll collaborate closely with other teams, from product development to operations, ensuring that customer feedback drives meaningful improvements in our services.

What You'll Do

• Respond to customer inquiries efficiently and with accurate information, ensuring each customer feels heard and valued. Most inquiries will be by email, portal or phone. Orders will need to be entered into the ERP system for scheduling. Customer responses may include confirmation of order receipt, revised ship dates from scheduling, and other documents.
• Help direct product or service issues to Quality Control and Sales so they can offer the customer a resolution. Be actively involved to ensure the customer is satisfied with the result.
• Document customer details and specific requirements for their products to ensure a seamless order process, accurate sales reporting, and team collaboration.
• Prepare orders for shipment. This will include generating the Pick Ticket, Certificate of Analysis, additional labeling and hazardous paperwork. Prepare and send invoices to customer.
• Participate in regular planning meetings to stay up to date on scheduling delays, raw material interruptions, quality issues, and other problems impacting customer orders. Communication with customers about any delays to their orders along with revised ship schedule or alternative products.
• Collaborate with others to offer improvement suggestions to the Customer Service processes, share success stories with the team, and continuously raise the bar for customer satisfaction.
• Contribute to our knowledge base by updating the ERP, customer files, and troubleshooting guides.

What You'll Bring

• 1-3 years of customer service experience (retail, sales support, personal assistant, project manager, secretary, or similar), with a proven track record of delivering exceptional service.
• Strong communication skills—both written and verbal—with a friendly, professional tone that builds rapport quickly. Experience communicating with international customers a plus.
• Must have experience with data entry (experience with an ERP and Microsoft Office is a plus) and navigating multiple systems at once without losing focus on the customer.

• Experience with hazardous shipment and/or logistics is a plus.

• A problem-solving mindset and the ability to stay calm under pressure, even when faced with challenging situations.
• Genuine empathy and a passion for helping people, with the patience to listen and the initiative to act.
• A collaborative spirit—you enjoy working with others to find the best solutions and share in team successes.
• Adaptability and a willingness to learn new tools, processes, and products as our company grows.

Why You'll Love It Here

• Competitive pay that rewards your contributions.
• Comprehensive health, dental, and vision insurance to keep you and your family covered.
• Paid time off, 10 paid holidays, plus end of year shutdown (Christmas through New Year's)
• Monthly celebrations for birthdays and anniversaries, quarterly appreciation events, and an annual company appreciation day to connect and have fun with each other.
• A supportive, inclusive culture where your voice matters and your ideas can shape the future of our customer experience.
• Opportunities for career advancement - many of our team leaders and managers started in similar positions.

We are an equal opportunity employer and celebrate diversity in all its forms. We believe that a variety of perspectives makes us stronger, more innovative, and better equipped to serve our customers.